Care and services represent only one part of what a healthcare facility provides to its patients, residents, and clients. Customer service is another factor in providing care and services and its importance cannot be overstated. Organizations that don’t promote exceptional customer service to their patients, residents, clients, and their families run the risk of not only litigation, but possible poor regulatory survey outcomes and reduced census. This assessment, performed by a seasoned, customer service-focused risk management specialist, evaluates an organization’s key policies and practices. A report with practical recommendations for program enhancement is provided.